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Mjconnolly
Contributor
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Message 1 of 40

Broadband disconnects every couple of days

I had intermittent faults with my ADSL broadband and landline since the line was installed in October. I eventually cancelled the broadband, and a fault was found on an external cable which had been causing the landline issue. I then ordered fibre , which went live on the 18th of December, since when it has been disconnecting (flashing purple lights on the hub) every couple of days. It generally stays off for between 4 and 10 hours, then either sorts itself out, or it comes back when a diagnostic test is done. The Openreach engineer came last Friday and got the line changed to a different port on the cabinet. It still disconnected this morning. Plan B, to go back to my old hub, didn’t work either. I rang 150 this morning. Their only suggestion was to refresh the line and do a factory reset on the hub, and see how it goes. I have zero confidence that anything will change.

I am heartily fed up with this. Clearly there is a fault which normal testing does not identify. It seems to me that there might even be a software fault somewhere. But I don’t know how to get this escalated so someone with knowledge of deeper magic can get involved! Can the mods help here?

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Distinguished Sage
Distinguished Sage
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Message 2 of 40

Re: Broadband disconnects every couple of days

Welcome to this user forum.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If there is no noise, then you may have a high resistance fault.

The line from the cabinet to your house, would be the same as you had with normal broadband, so any fault would still be there, and would affect fibre (VDSL).

 

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Mjconnolly
Contributor
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Message 3 of 40

Re: Broadband disconnects every couple of days

Hi, no noise at all. Where do we go from here?

thanks

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Distinguished Sage
Distinguished Sage
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Message 4 of 40

Re: Broadband disconnects every couple of days


@Mjconnolly wrote:

Hi, no noise at all. Where do we go from here?

thanks


What does your master socket look like?

Master socket with one socket

Or

Master socket with two sockets

Does your phone line come from a pole, or underground?

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Mjconnolly
Contributor
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Message 5 of 40

Re: Broadband disconnects every couple of days

Bottom left option. Master socket 5C with a Mk4 faceplate. I’ve done the master socket test several times.

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Distinguished Sage
Distinguished Sage
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Message 6 of 40

Re: Broadband disconnects every couple of days


@Mjconnolly wrote:

Bottom left option. Master socket 5C with a Mk4 faceplate. I’ve done the master socket test several times.


What about my last question about the route your line takes?

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Distinguished Sage
Distinguished Sage
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Message 7 of 40

Re: Broadband disconnects every couple of days

do you mean bottom right which is the socket you mention  if you use test socket with filter does that help stability?



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Mjconnolly
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Message 8 of 40

Re: Broadband disconnects every couple of days

Yes sorry! Bottom right. Using the test socket has no impact.

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Mjconnolly
Contributor
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Message 9 of 40

Re: Broadband disconnects every couple of days

Hi, missed that one... it comes from a pole.

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Distinguished Sage
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Message 10 of 40

Re: Broadband disconnects every couple of days


@Mjconnolly wrote:

Hi, missed that one... it comes from a pole.


That adds to the possibility of potential faults.

Can you locate a junction box where the external dropwire joins the internal wiring, it may look like one of these.

dropbox.jpg or bt 78a.jpg

and may be located at the point where the cable enters the house, sometimes on a window ledge.

Also, do you have any other phone sockets?

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